Hiver

Hiver is positioned as a customer service platform built for complex support that spans multiple teams, systems, and channels. It is offered as Hiver Omni, a dedicated omnichannel platform, and Hiver in Gmail, a Gmail-native help desk for managing shared inboxes. The website states that more than 10,000 teams use Hiver. Its page describes a unified inbox for email, chat, Slack, voice, SMS, and other channels; internal notes and Slack threads for cross-team collaboration; linked Jira or Linear issues; rule-based and agentic workflows; AI Agents that resolve multi-step requests across connected systems; an AI Copilot for investigation and drafted replies; an AI Help Center; AI Insights for conversation topics and customer health; and AI QA for grading responses. The site also lists guardrails, observability, and a feedback loop for AI, and mentions a trust center for security, privacy, and compliance.

Key features

• Omnichannel inbox for email, chat, Slack, voice, SMS, WhatsApp, and more
• Cross-team collaboration with internal notes and Slack threads inside Hiver
• Linked tasks in Jira or Linear
• Rule-based workflows for routing, triage, SLA alerts, and cross-tool updates
• Agentic workflows where AI Agents follow defined Agent Operating Procedures
• Integrations with Salesforce, Shopify, NetSuite, and other tools via native connectors, MCP, and API
• AI Agents that resolve multi-step requests and draw on knowledge from past tickets, Slack, Confluence, Notion, Sheets, and PDFs
• AI Copilot for investigating issues, finding answers, drafting replies, and taking approved actions
• AI Help Center that turns resolved conversations into help articles and flags outdated content
• AI Insights that categorize conversations into topics and subtopics
• Customer Intelligence for account health and sentiment across tickets, CRM, calls, and product usage
• AI QA that grades responses against quality standards and coaches agents
• Guardrails, observability, and a feedback loop for AI behavior

Best suited for

• Support teams handling complex, multi-step requests
• Operations, finance, IT, and HR teams working on customer requests that span people, systems, and channels
• Teams that manage shared inboxes in Gmail
• Teams using Slack for internal or customer support coordination

Pricing

Not stated on the website